FAQ

What is MPHOnline.com?

MPHOnline.com is a virtual bookstore. It allows you to browse, search, as well as buy books, stationery, gifts, toys and games, online. Our aim is to provide a complete online experience to our customers.

What is the difference between MPH Bookstores and MPHOnline.com?

The MPH Bookstores are physical outlets whereby a customer makes their purchases over the counter; whereas MPHOnline.com is a virtual bookstore whereby the customer makes their purchases online at their own comfort.

How do I locate a book?

Key in the book title, author, ISBN or keyword and then press the 'Search' button.

Are the prices displayed on the website different from that of the physical bookstores?

There is no price difference. However, we do run different kinds of promotions from time to time.

What should I do if the book/item I received is incorrect or damaged?

Our Return Policy allows for a refund only if incorrect or defective product(s) are delivered. However, the policy requires that the incorrect or damaged book be returned to the following address within 7 days from the date of receipt of the book.

MPHOnline.com
L2.28-29.A, Level 2, The Exchange TRX,
Persiaran TRX, Tun Razak Exchange,
55188 Kuala Lumpur, Malaysia.

Phone: 1300-888-MPH (674) (between 10am – 10pm daily)

I can't find the title I want at MPHOnline.com. Can I place a special order?

Yes, you can. Simply click on the Special Order button and fill in your email to prompt a Special Order Request. Our Customer Service officers will get back to you with the necessary details.

For further inquiries, you may also contact us at contact@mph.com.my or 1300-888-MPH (674)

How do I place an order?

Step 1: Select your product(s).


Step 2: Click on the “Add to Basket” icon to continue shopping or "Buy Now" icon to checkout.



Step 3: Key in your email and password. If you are a new customer, fill in details by clicking "Sign Up" link. OR you can use Guest Checkout

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Step 4: Check the details of the product(s) you have ordered at your Order Summary

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Step 5: Key in your shipping and delivery address, and click Proceed with Payment

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Step 6: The delivery charges will be shown. Re-check your Order Summary. Note: Once confirmed, your order cannot be cancelled/amended. 

Step 7: Enter your payment details to confirm your order. We accept credit/debit cards, FPX and e-wallets.

How do I know that my order has been successfully placed?


An e-mail will be sent to you to confirm your order. Also, an Order ID will be given to you, which you can use to check your order status.

 

Can I cancel/change an order after I have confirmed it?


No, you can't. Your order is non-refundable and unchangeable once your order is confirmed.



How do I check my order status?


To do so, just click on "MY ACCOUNT". Your account will be updated once your order are sent out. Alternatively, you can e-mail us at contact@mph.com.my. Just give us your Order ID and we'll check your order status for you.



Can I place my order over the telephone?


All orders must be placed on MPHOnline.com. We do not accept telephone orders.

How do I make payment?



You can pay via Debit/ Credit cards, FPX and e-wallets.

 

Is it safe to pay by credit card?



Yes, it is. At MPHOnline.com, the safety of your transaction is ensured with the 128-bits Secured Socket Layer (SSL) payment system. This system completely protects the privacy of your personal details, as well as your credit card particulars.
 

When is my credit/debit card charged?


It will be charged once your order is confirmed.

What is my shipping charges?

Your total shipping charges will automatically compute during checkout prior to the completion of your order. Please note that shipping charges are calculated based on weight, dimensions and destination.

When will I get the books I ordered?

For delivery within Malaysia, your order will be delivered to you within 3 to 5 business days and; 14 working days for International delivery which could be subjected to delay due to Customs Clearance and/or by Local Postal Service of recipient's country.

How are the books delivered?

The books will be delivered to your doorstep by courier.

What happens if I do not receive my book after the stipulated delivery time?

Should this occur, please email us at contact@mph.com.my. Remember to include your Order ID in the email.

What happens if I opt for partial delivery?

Request for separate/partial delivery will not be entertained.

Why are deliveries delayed during public holidays?

Please note that our fulfilment centre will be closed on public holidays in Malaysia. For orders placed on, or the day before any public holidays in Malaysia, processing time will be extended by 2 - 3 working days. Slower delivery may be expected during long holiday weekends due to the temporary closure of the courier-distribution-centres.

How do I track my delivery status?

Please log-in to your account, click on "Track My Order" or select "Order Status" under “My Profile”. Then, click on the Tracking No. to view your delivery status. Once your order has been picked up from our fulfilment centre, you will receive a delivery confirmation email with your tracking number. You will then be able to track your order via the online tracker of the respective courier website. Tracking information should be available as soon as you receive this email.

However, please note that until the courier updates their system with your tracking information (usually by the next working day), you will be unable to track your order.

What should I do if I am unable to receive my order at the time of delivery?

Based on Order Tracking No. in "Track My Order", you may call the courier to rearrange the delivery. Please note that delivery by courier is carried out between Mondays - Fridays, excluding public holidays.

What should I do if I received wrong product(s)?

Kindly e-mail to contact@mph.com.my or call us via 1300-888-MPH (674) for further assistance. NOTE: We will not accept any request for cancellation nor refund if the product(s) sent is as per your order.

What happens when the parcel is undelivered/ unclaimed?

In the event that the item(s) or parcel is undelivered and/or unclaimed from the courier company and the item(s) / parcel is returned to MPH Online, the customer/consignee will have to bear the cost of the shipment and handling charges to redeliver the item(s) / parcel.

Kindly note should the order/parcel not been accepted, claimed or is undeliverable due to an error or omission on the part of yourself or for which no disposition instructions have been provided to MPH (shipper) within 90 days (upon receiving email notification from our end) of its arrival, the order/parcel shall be considered unclaimed/abandoned. MPH has the right and shall abandon the order/parcel and no substitute/refund/re-delivery request shall be entertained. Customer will have to re-submit a fresh new order. Re-delivery requests shall NOT be entertained.

What should I do if I forget my password?

Just click on the "Login" hyperlink, and key in your email. An email will be sent to you. Please visit your profile page and enter the password as indicated in your email. After this, you will be able to change it to a password of your choice.

Why can’t I login using my User ID in this site?

Kindly login using your email address used to register your account in our previous site instead.

How can I change my information?

Click on the "View Profile" hyperlink. The page will direct you to “My Profile” page. Proceed to change or update particulars like your email address, phone number, password, addresses, and password. Once you have completed the changes, click "Save".